Works on projects in support of varying government contracts, including general project oversight in the absence of the Project/Program Manager. Responsible for writing, updating, and submitting contract deliverables and monthly reports. Monitors various aspects of the contract to include project tasks, configuration actions, and risks. Typically works on multiple smaller scale projects.

• Perform help desk support with clients via emails and telephone calls.

• Create, update, and resolve tickets based on available KBAs.

• Monitor ticket queues, prioritize tasks, and track resolution progress to meet service level agreements (SLAs).

• Work with higher tier engineers to resolve incidents in timely manner.

• Work with management to provide data and reports on need bases.

• Partners with other team members to guarantee project success and customer satisfaction. Follows up on open actions items to ensure completion.

Minimum Qualifications

• Bachelor’s Degree in Business, or related field or equivalent relevant experience.

• 2-5 years of experience working on projects/programs supporting Government Contracts.

Other Job Specific Skills

• Working knowledge of ServiceNow incident management, Jira (good to have)

• Excellent communication skills in working with technical and non-technical staff and the ability to develop and maintain collaborative relationships among all levels of an organization and with customers.

• Must be detail-oriented.

• Strong organizational and task management skills. Must demonstrate the ability to work under strict deadlines.

• Experience interfacing with government customers to understand, interpret and analyze requirements. Experience with government contracts is desired.

• Strong qualitative and quantitative analytical skills. Must exhibit good problem-solving and decision making skills.

• Must be capable of working in an environment that is demanding, sometimes stressful, and requires independent thinking, sometimes without direct oversight by management.

• A polished, professional demeanor with good interpersonal skills. Strong verbal, written, and presentation skills.

• Must have strong MS Office, to include Project and SharePoint, skills.

• Understanding of ITIL processes.

• Basic understanding of DNS and cloud computing.